TRUMARK FINANCIAL CREDIT UNION
JOB DESCRIPTION
Job Title: Member Service Center Representative
Department: Member Service Center
Reports to: Member Service Center Supervisor
FLSA Status : Non-Exempt
Location: Fort Washington, PA
Salary Grade: S/T 60
Schedule: Monday- Friday - 7:30a.m. to 8:00 p.m. & Saturday and Sunday 8:30 a.m. to 1:00 p.m.
Position Summary
The Member Service Center Representative serves as a voice of the credit union by providing excellent member service for inbound and outbound calls as well as other forms of communication to members and potential members. Assisting members and potential members on any of their needs as it relates to the credit union.
Essential Functions

• Answering incoming member inquiries in a professional and courteous manner.
• Answer member and non-member questions or issues efficiently and accurately.
• Troubleshooting member inquiries and providing solutions.
• Properly verifying members and maintaining member records and information on database.
• Track and document member interactions in member notes of the database.
• Provide feedback to supervisors and management on member service concerns or trends.
• Refer/cross-sell products or services to members in order to meet the financial expectations of the member.
• Adherers to the credit unions policies and procedures of the Member Service Center and other lines of business as applicable.
• Assist in loss prevention through strict attention to compliance and security measures.
• Maintains and monitors members' satisfaction levels.
• Maintains an acceptable level of AUX time with members and non-members.
• Proactively staying up to date on the credit unions' products, services and training programs.
• Assist in new product or procedure implementation.
• Completes all other tasks, assignments or functions as assigned and/or required.
• Maintains access to NCR Admin, Banking Admin, Southwest Business Corporation (SWBC), Visa Online, FDR, Star, DocuSign, CheckFree, ILS, OnBase, Symitar, Windows, DaySmart, Data Verity, Centrix, Adapt Interaction Desktop, Interaction Fax, Paycor, Image Center, E-statements, Meridian Link, ProcedureFlow, Quick Assist, and Glia.

Job Requirements

• Strict attention to details and thoroughness in the completion of job duties.
• Use of critical thinking, logic, and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Thorough analysis of information and use of logic to address complexity of data and information.
• Use of computers for various applications, such as database management and word processing.
• Developing constructive and cooperative relationships with others.
• High level of coordination, organization, planning, and prioritization of work, and management of one's own time.
• Honesty, integrity, and ethical behavior.
• Willingness to take on responsibility and challenges.
• Flexibility to meet the hours of operation of the Member Service Center.

Qualifications

• High school diploma or equivalent.
• Six months of call center or branch experience with a financial institution preferred, but not required.

Licenses and Certifications
N/A
Knowledge, Skills, and Abilities

• Ability to multi-task in a fast-paced environment working under different systems and software.
• Knowledge of principles and practices to ascertain and assess customer needs, meet quality standards of customer service, and evaluate customer satisfaction.
• Strong knowledge of banking principles and practices.
• Strong knowledge of selling practices and activities.
• Knowledge of banking products, services, and systems.
• Excellent oral and written communication skills.
• Excellent computer skills in a Microsoft Windows environment including proficiency in Word and Excel.
• Ability to understand new information and apply it to current and future job functions, problem solving, and decision making.
• Ability to speak and write clearly in order to effectively convey information so that others understand and as appropriate for the needs of the audience.
• Ability to apply common sense understanding to carry out written and oral instructions.
• Ability to deal with problems involving several concrete variables in standardized situations.

Physical Requirements

• Ability to sit for long periods of time up to 90% of work hours.
• Ability to use hands to grasp, handle or feel.
• Ability to use computer keyboard and system to enter data and process information.
• Ability to read a computer screen at a close distance.
• Ability to read, talk clearly so that others understand, hear, comprehend the written and spoken word, and see.
• Ability to use telephone to communicate with others.
• Ability to use office equipment such as a personal computer, telephone, mobile device, copier, etc.

Working Conditions

• Moderate sound as in business office with office machines, computers, and people traffic.
• Open floor work environment.

All qualified applicants will receive consideration for employment without regard to race, color, age, religion, gender, sexual orientation, gender identity, national origin, protected veteran status or disability.
This job description is not an employment agreement or contract, implied or otherwise. TruMark Financial Credit Union maintains "at will" employment.
This document describes the position currently available. It is intended to convey information essential to understanding the scope of the position and is not an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with it. TruMark Financial Credit Union reserves the right to modify duties or job descriptions at any time. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time. Individuals may perform other duties as assigned, including work in other functional areas to cover absences, to equalize peak periods, or otherwise balance the workload.
TruMark Financial Credit Union is committed to the principles of equal employment opportunity and prohibits discrimination in hiring, promotion and terms and conditions of employment on the basis of race, creed, color, national origin/nationality, ancestry, religion/religious practices or observances, age, sex, gender identity or expression, affectional or sexual orientation, marital status, civil union status, domestic partnership status, disability or perceived disability, atypical hereditary cellular or blood trait, genetic information, and status as a veteran or disabled veteran of, or liability for service in, the Armed Forces of the United States.
TruMark Financial Credit Union commits to making reasonable accommodation to the known physical or mental limitations of qualified individuals with disabilities and qualified disabled veterans provided the individual is able to perform the essential functions of the job, unless such accommodation would impose an undue hardship upon TruMark Financial Credit Union. The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform essential functions of this position or may be encountered while performing essential functions. A qualified employee or job applicant with a disability may request a reasonable accommodation by contacting TruMark Financial Credit Union's Human Resources Department.